Customer Support Team Lead, Chip

• Experience managing customer support teams within an FCA-regulated financial services environment, pensions, investments, mortgages, financial advice, or similar
• A solid grasp of the compliance obligations that come with supporting customers on regulated products
• A natural subject matter expert, someone who builds knowledge, shares it well, and uses it to influence across teams
• A people-first leader with a genuine track record of developing and getting the best out of a team
• Operationally sharp, comfortable with data, SLAs, and the day-to-day reality of running a busy CS function
• Motivated by helping build and shape, not just maintain
• We’re looking for someone who’s genuinely excited about Chip and energised by the opportunity to help build the future of wealth, making saving, investing and pensions simpler and more accessible for everyone
• We work in a regulated space, so the bar is high
• But we’ve built a team of smart, thoughtful people who care about doing great work and enjoy doing it together
• Technical skills matter, obviously
• But they’re not the only thing we hire for
• We want real people
• People with interests, perspective and personality
• The best teams are made up of individuals who bring different experiences into the room, not just polished CVs and good interview answers
• So alongside the technical side, we’ll be looking for empathy, self-awareness, sound judgement, resilience and a collaborative mindset
• People who are good to work with, especially when things get hard

Desirable

• Chip is on a mission to make saving and investing effortless for everyone
• With a product suite spanning savings, ISAs, and investment accounts, we're now launching our SIPP pension — and we're looking for the right person to help us get it right for customers from day one
• This role sits at the heart of one of Chip's most significant product launches
• As we bring our SIPP pension to market, we're looking for a Team Lead who can help shape what great customer support looks like from day one, and grow with the proposition as it evolves
• As Chip's proposition matures, our ambition is to move toward more personalised, regulated support for customers, and this individual is likely to play a leading role in shaping how CS delivers that
• If you're motivated by helping build something, not just running it, this is the right opportunity
• You'll be part of a broader CS team, leading on Pensions while contributing to the wider range of customer queries and subjects across Chip's product suite
• You'll report to the Customer Service Manager and work closely with colleagues across CS leadership to ensure consistency in standards, process, and direction
• The go-to person within CS for all things pension and SIPP — building and maintaining internal knowledge, guidance, and processes as the product evolves
• Primary CS liaison with the Product team — translating customer insight into actionable feedback, flagging friction points, and contributing to the pension customer experience roadmap
• Keeping across regulatory developments relevant to SIPP and pension products and ensuring the team is always up to speed
• Playing an active role in how Chip develops more personalised, regulated support for customers over time
• Day-to-day line management of a broader CS team with a Pensions specialism — setting the standard, driving performance, and developing people
• 1-2-1s, probation reviews, personal OKRs, and performance management
• Experienced in having difficult conversations and comfortable holding people to account with fairness and consistency
• Creating an environment where people are motivated, supported, and clear on what good looks like
• Representing Customer Support in the Pensions work stream — SLAs, KPIs, blockers, and solutions
• Rota management, leave, sickness cover, and OOH planning — always with a risk-based eye on customer impact
• Supporting the team with complex pension enquiries and acting as the escalation point when it matters
• Using data to understand performance, spot trends, and drive continuous improvement
• Ensuring full compliance with FCA regulatory requirements across every customer interaction
• Monday to Thursday: 9:00 AM – 6:00 PM
• Friday: 8:00 AM – 4:00 PM (Start your weekend early!)

• We usually respond within three days
• Video screen with someone from our Talent team
• Video interview with the hiring manager
• Take home task & follow up presentation to team
• Final Culture interview with VP of Customer Support